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We are seeking a dynamic and experienced individual to lead our Service Desk Support team.
The Service Delivery Manager will play a critical role in ensuring the efficient operation of our
service desk, maintaining high levels of customer satisfaction, and driving continuous
improvement initiatives. The ideal candidate will possess strong leadership skills, technical
expertise, and a passion for delivering exceptional support services.
Responsibilities
Demonstrate strong technical understanding of IT systems, applications, and infrastructure
for effective end-user support and issue resolution
Utilize JIRA expertise to streamline incident and problem management processes, track
progress, and facilitate team communication
Create trend reports on recurring incidents, analyze data for patterns, and recommend
proactive measures to improve service reliability
Implement and maintain best practices for incident management, problem resolution, and
escalation procedures, ensuring adherence to industry standards and organizational policies
Ensure compliance with ITIL Service Management principles and knowledge management best
practices for efficient service delivery and knowledge sharing
Interact with customers, addressing needs and concerns for a positive experience, serving as
an escalation point for breach resolutions, and managing escalated incidents to meet SLAs and
customer expectations
Manage and approve SLAs in contracts, negotiating terms as necessary to align with business
objectives
Foster a culture of collaboration, innovation, and continuous learning to drive excellence in
service delivery, while providing leadership and guidance to the service desk support team
Communicate effectively with internal stakeholders, external vendors, and cross-functional
teams to coordinate support activities and achieve objectives, maintaining high organization
levels in service desk operations
Oversee internal Operational Level Agreements (OLAs) and external Service Level Agreements
(SLAs), monitor performance metrics, and collaborate with senior leadership to define and
implement support strategies aligned with business goals and customer needs, contributing
insights to enhance service delivery processes and optimize resource allocation
Collaborating With
Work collaboratively with IT support staff and cross-functional teams to ensure efficient issue
resolution and service delivery across geographies.
Date Posted: 23/06/2024
Job ID: 82803709